宾客服务经理 Guest Service Manager

1、监督其他宾客关系部及行政酒廊员工的工作。保证他们遵循酒店的规章制度，服务程序及标准并致力于提高所有客人的满意度。确保以上工作区域的员工能始终保持专业的态度。负责所有宾客关系员工的雇用，培训和发展事宜，使他们成为热情的，友好的和以客人为宗旨的员工。
To supervise the other guest relations and the concierge lounge attendants. To ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. To ensure that the above-mentioned areas are working in a professional manner at all times. Responsible for hiring, training and development of all concierge-related associates, so they are hospitable, outgoing and guest oriented.；
2、确保所有员工都清楚了解自己的角色和职责，并遵循指导方针工作。
Ensure all associates are aware of role and responsibilities and operate within their guidelines.
3、有效的保证员工在工作中能始终提供高质量的，谦逊的服务，以求为客人带来最满意的服务。
Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
4、积极指导员工以确保他们按照部门专业精神提供服务。确保实行顶尖服务。与员工和其他部门建立和维持良好的工作关系。确定特殊团队及重要宾客的各种要求并后续跟进。
Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
5、经常向员工强调他们是推销酒店商品的最有效的途径，为员工建立一个有效的“销售阵营”来服务于客人。
Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
6、确保所有顾客所反映的问题都得到满意的回复，并使客人对我们专业的态度及及时的弥补措施感到满意。Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
7、监督并调整员工的工作状态，建立与其他员工的有效沟通来赢得他们的信任及尊重。
Able to supervise the associate and handle any associate situation.Establish effective communication with associates to gain their trust and respect.
8、始终按照公平对待原则及劝告或惩处程序对待员工以保证与万豪所提倡的公平对待原则相一致。
Maintain fair and consistent counselling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.